@book{32300,
	author = {Jacka, J. Mike and Keller, Paulette,},
	title = {Business Process Mapping : improving customer satisfaction /},
	publisher = {John Wiley & Sons,},
	year = {2002},
	address = {New York :},
	url = {http://10.13.12.226/cgi-bin/image_eng/Cover_page/0471079774.gif}
}